Deck 10: Telecommunications

Question 1

The overall volume of your voice is known as the __ component.

A) loudness
B) pitch
C) rate
D) quality

Answer 1

loudness

Question 2

When making a call from Michigan at 9 AM to a business in New York that opens at 8 AM, which is likely to occur?

A) It is too early to call.
B) The business should be open.
C) The time in New York is 7 AM.
D) The time in New York is 10 AM.

Answer 2

The business should be open.

Question 3

A stand-alone answering machine has the capability to send messages to various locations.

Answer 3

False

Question 4

A hands-free telephone allows the administrative assistant to save time while multitasking.

A) True
B) False

Question 5

When making an outgoing call, you should announce yourself by saying:

A) "This is Dr. Smith's office calling."
B) "This is Mary from Dr. Smith's office."
C) "Hi, this is Mary."
D) "This is Mary from the office."

Question 6

Which of the following phrases should be eliminated from a dental healthcare worker's vocabulary?

A) "Open the tooth."
B) "Drill the tooth."
C) "Prepare the tooth."
D) "Examine the tooth."

Question 7

What would be the best way to explain to a child that his tooth will be anesthetized?

A) "The dentist is going to give you a shot beside your tooth."
B) "Big kids don't cry."
C) "The dentist is going to put your tooth to sleep."
D) "When we do this, it will only hurt for a little while."

Question 8

To develop a good personality on the telephone, which of the following characteristics should one possess?

A) Alertness
B) Naturalness
C) Interest
D) All of the above

Question 9

The percentage of patients who enter a dental practice by telephone is approximately:

A) 50%.
B) 75%.
C) 80%.
D) 90%.

Question 10

If the dentist wants to speak to several people in various locations at the same time, a ___ can be initiated.

A) collect call
B) call holding
C) conference call
D) cold call

Question 11

An instant messaging system is a nonverbal way in which the dentist and dental staff can communicate within the office by means of a light system.

Question 12

Which of the following words provides patient comfort?

A) "Spit"
B) "Pull"
C) "Cut"
D) "Old patient"
E) "Former patient"

Question 13

The person responsible for answering the telephones should possess which of the following characteristics?

A) Self-confidence
B) Good verbal skills
C) Decisive
D) All of the above

Question 14

When talking to a patient on the telephone, which is the most courteous action?

A) Hang up as soon as possible.
B) Whoever initiated the call should be the first to terminate it.
C) Tell the patient when you are going to hang up.
D) Close the conversation and hang up quickly so the patient does not continue the conversation.

Question 15

Which of the following sentences should be avoided when communicating with a patient?

A) "Thank you for waiting, Mrs. Jones."
B) "The dentist is running late."
C) "I appreciate your cooperation."
D) "Mrs. Jones, the dentist will see you now."

Question 16

A transmission machine that scans a document and transmits an image of a document over a standard telephone line is a:

A) pager
B) scanner
C) facsimile (FAX) machine
D) cellular phone